Head - Customer Journey & Analytics - BFS

Data analytics

- Gathering, reviewing, analyzing various data cuts to improve efficiency, client experience, revenue, profitability

- Uncovering areas for improvement, developing and implementing solutions

- Collecting, analyzing and summarizing information and trends

- Suggest changes to senior management using analytics.

- Actively participate in the implementation of approved changes

Projects

- Managing projects, developing project plans, and monitoring performance.

- Monitoring deliverables and ensuring timely completion of projects.

- Digital initiatives

- Improve systems by studying current practices; designing modifications

- Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer

- Understanding best practices and implement across teams

- Business Process Modeling

- Competition analysis

- Leading ongoing reviews of business processes and developing optimization strategies.

- Automate and modernize systems and processes

- Work closely with service teams across hubs to understand ground reality in client servicing

- Prioritizing initiatives based on business needs and requirements.

- Customer Journey & Analytics

Knowledge and skills

- Good project and time management skills

- Knowledge of broking business and latest trends in the field

- Strong analytical skills

- Organizational skills

- Leadership skills

- Coordinating activities and resources

- Performance management

- Ability to work collaboratively

- Being proactive